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Job Description Summary

Responsible for meeting the daily service repair needs of the customer's equipment and drives customer satisfaction through Service Excellence.

This is a remote role that requires the candidate to work onsite at customer locations and occasionally from home office. To provide onsite customer support, candidate needs to reside in the Detroit Metro/Rochester Hills area.

GE HealthCare is a leading global medical technology and digital solutions innovator. Our purpose is to create a world where healthcare has no limits. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.

Job Description

Role and Responsibilities:

• Advance, total system level troubleshoot, install, maintain, and perform service repair needs on designated equipment.

• Complete Preventative Maintenance and Field Modification Instruction.

• Order and manage repair parts cycle times.

• Keep up to date on administrative responsibilities such as maintaining customer service logs and internal service records in a timely manner.

• Maintain daily communications with customers to ensure resolution and proper follow

• up, leading to customer satisfaction.

• Maintain tools and test equipment properly and ensure they are calibrated.

• Meet Health and Human Services, Environment Health, and Safety, and/or other applicable regulatory requirements.

• Manage vendors' service delivery processes in compliance with GE Healthcare policies.

• Utilize the escalation process to resolve customer service delivery issues and conduct root cause analysis that will lead to effective problem solving.

• Participate in sales opportunities such as contract renewals and assist with promoting and implementing revenue programs.

• Work as a member of the local team to provide efficient and cost-effective service delivery to all accounts with assigned area.

• May train clinical staff on designated equipment.

• Teach and assist other Field Engineers on advanced and complex troubleshooting and technical fixes, playing a lead role on complex and multifunctional system fixes.

Quality Specific Goals:

• Aware of and comply with the GEHC Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position.

• Complete all planned Quality & Compliance training within the defined deadlines.

• Identify and report any and all customer quality or compliance concerns immediately to the Quality Organization.

• Identify and report any personal quality or compliance concerns immediately to the Quality Organization.

• Ensure timely dispatch closure (if applicable).

• Ensure completion of all field modifications instructions (FMI's) within prescribed timeframe (if applicable).

• Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible.

Required Qualifications:

• Bachelor's degree, Electrical Engineering, Mechanical Engineering, Electrical Engineering Technology, or related field; OR equivalent military education; OR Associates Degree with a minimum of 2 years of experience servicing electronic and/or medical equipment; OR a High School Diploma/GED and a minimum of 4 years of experience servicing electronic and/or medical equipment.

• Experience interfacing with both internal team members and external customers as part of a solution-based service process.

• Experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment.

• Experience troubleshooting and responding to customer concerns.

• Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.

Desired Qualifications:

• IT experience.

• Experience working with hand-tools.

We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership –always with unyielding integrity.

Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration, and support.

#LI-CLM

#LI-Remote

Additional Information

GE HealthCare offers a great work environment, professional development, challenging careers, and competitive compensation. GE HealthCare is an Equal Opportunity Employer (https://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRights_10_20.pdf) . Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

GE HealthCare will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).

While GE HealthCare does not currently require U.S. employees to be vaccinated against COVID-19, some GE HealthCare customers have vaccination mandates that may apply to certain GE HealthCare employees.

Relocation Assistance Provided: No